HP Customer service ?

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Yahn

57 posts

Master Geek

#19032 2-Feb-2008 12:11

Has anyone found this rare commodity? I love the way they treat their customers with suspicion that they are either a complete idiot or blatantly lying to them until proven otherwise. Case in point a new Compaq Presario V3500 notebook I bought just over a week ago with a very dodgy touchpad. 4 hours on the phone to India, 3 different techs all doing the same Driver updates, 1 tech in US, then another Indian gentleman coming out to see me , and finally agreeing that, yes I was right, the unit needed replacing. I wasn't allowed to return the notebook to Hill and Stewart until HP technical ? rep had approved the return . A total of 9 days from point of buying til replacement approved. No apology from HP

In Hill and Stewart's favour, the manager there was astounded at the lack of adequate customer service from HP and replaced my NOtebook immediately, and gave me 50 DVD's and a new notebook Carry bag for my trouble

Hill and Stewart Albany score 9.5 (lost 0.5 for selling me an HP notebook in the first place)
Hewlett Packard score 0

rant over

sillybilly

43 posts

Geek

#108144 2-Feb-2008 12:31

Gees!! Good to see Hill and Stewart Albany came to the party, I have had some cases where some stores just wont take any action until they receive the OFFICAL word from HP!!

Maybe ill think twice about HP when I upgrade now (when the kids leave home in 18 years!!)

Nice score with the DVD's too!!

"If we don't succeed, we run the risk of failure." - George W. Bush

rscole86

4999 posts

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#108147 2-Feb-2008 13:45

Why did you even bother spending that amount of time with HP support when you had only had the notebook for 9 days?

I am sure most retailers would be more than happy to just replace the notebook if it failed that quickly.

Yahn

57 posts

Master Geek

#108200 2-Feb-2008 19:48

Unfortuntely that is how HP customer service works. That is part of the point I am making. They would not allow me to take my notebook the 60km back to the shop to get it exchanged . I had to go through the "process" . Belive me, I tried. They just weren't allowing it. I even mentioned the NZ consumer guarantees act to the Indian technician (in India) and asked if he had even heard of it. considering that I was buying a product from them that has local laws. He said that HP had their own policies.

rscole86

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#108207 2-Feb-2008 20:23

Again why did you bother?
You have just stated yourself that here in NZ we have the CGA to support the consumer. You can hardly expect a foreign call centre to know all of the local laws.

Even though your warranty is provided by the manufacturer, you still should have called H&S first to see if they would help you out.

I understand that it is a pain what you have gone through, but next time just call the retailer that sold it to you.

Yes HP treat you like a five year old, they even to that to the retailers, so you are not alone on that one.

Mattnzl

282 posts

Ultimate Geek
+1 received by user: 70

#108211 2-Feb-2008 21:25

Wow, bit of difference to how they treat business customers. I just email HP support with the service tag number and the part I decide is faulty and they forward ship a replecement part the next day.

H&S have definately come out looking like the good guys on this one though.

Simonm

181 posts

Master Geek

#108552 4-Feb-2008 19:30

Even though your warranty is provided by the manufacturer, you still should have called H&S first to see if they would help you out.

Under the CGA the warranty is provided by whoever sells it. Your well with in your rights to take it to the store, place it on the counter and say "Call me when its fixed" Unless your a business then you have to do what they say.....